My wife and I were flying from Atlanta to Copenhagen on June 13 on SAS flight SK930. We booked business class tickets and completed online check-in the night before.
At the airport check-in counter, we were informed that we had been downgraded to economy plus without any explanation. I contacted SAS customer service, but they were not helpful after navigating the automated system.
At the gate, I also noticed the aircraft had changed to an A330 instead of the expected A350-900, which may explain the reduced business class availability.
Although the cabin crew were polite, the onboard service felt below what I expected compared to even some US domestic airlines.
My main issue now is the compensation process. I am told I am entitled to a refund, but I need a reservation reference and a 10-digit incident number that SAS is supposed to email me. I never received this email. Does anyone know how to get SAS to send this information or what the correct process is to file the claim?
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